Customer Experience Coordinator

Sysco•Remote - USA - Florida, FL

About The Position

The Customer Experience Coordinator enhances the customer experience by identifying customer needs and collaborating with internal departments to optimize customer service and brand awareness. The role aligns customer experience strategies with marketing initiatives and leads training for Customer Service and Sales team members. It requires discretion and independent judgment. The coordinator leads customer-service process improvement, develops onboarding and training materials, trains new customer service and sales representatives, supports both teams, and helps ensure service continuity. Marketing work includes directing content and copy for marketing materials and Bix messaging, evaluating content effectiveness, and improving the Bix website and customer ordering portal. The position also performs inside-sales work: building customer relationships, answering product questions, nurturing leads, reviving dormant accounts, collecting and recording customer and competitive information, and collaborating with buyers and transportation to resolve customer issues. The coordinator monitors market and competitive trends and shares ideas with leadership.

Requirements

High school diploma required.
3–5 years of sales, customer service, culinary, and/or food industry experience required.
Previous supervisory experience required.
Effective and strategic team leadership skills.
Excellent customer service and communication skills.
Ability to resolve issues effectively and collaboratively.
Proficient computer and 10-key skills.
Ability to multitask efficiently.
Ability to confidently present product information and demonstrations.
Must be currently authorized to work in the United States.
Ability to sit, stand, walk, reach, bend, and lift up to 50 pounds; work at a computer and on the phone for 8–10 hours per day.

Nice To Haves

Post-secondary education in a related area of study is strongly preferred.

Responsibilities

Review and develop customer service procedures and processes to improve efficiency and customer experience.
Develop onboarding schedules for new customer service representatives; update training materials and monitor their effectiveness.
Lead training for new customer service representatives and sales representatives, including Produce Pro training.
Develop customer service representatives through continuous improvement and provide feedback on their performance and productivity to the Director of Sales.
Host quarterly Customer Service department meetings and ongoing learning sessions via Microsoft Teams.
Schedule customer service representatives and the receptionist to maintain service continuity during unplanned absences.
Provide customer service and sales representative support as needed.
Serve as a dedicated customer service partner to new sales representatives during onboarding.
Direct content and write copy for marketing materials and Bix messaging, including flyers and social media content.
Evaluate marketing content and recommend feedback and edits.
Evaluate and improve the Bix website and customer ordering portal.
Manage and prioritize requests for information and marketing materials.
Build relationships with customers in the account portfolio and tailor service to their needs.
Use product knowledge to answer customer questions and inquiries.
Nurture leads and manage referrals to convert them into customers.
Align sales efforts with company goals, including minimum delivery amounts and operational priorities.
Work to revive dormant or infrequently ordering accounts.
Collect customer and competitive information and testimonials during daily contacts, record them in the CRM, and distribute them as appropriate to support sales strategies.
Keep contacts up to date in Sales-I and Produce Pro.
Collaborate with buyers and transportation to identify the root causes of customer issues and resolve them.
Monitor market trends and the competitive landscape and share ideas and marketing insights with leadership.